Customer Service
Resume:
Thomas Ruffin III
******.******@******.***
Springfield MO, 65803
Education
Beloit Memorial High School
Beloit, Wisconsin 53511
Graduated in 2009 Diploma
•General education
•Marketing
•Advanced Placement Chemistry
•Computer Aided Drafting
University of Wisconsin-Milwaukee
Milwaukee, Wisconsin 53211
Attended from 2009-2010
•General Education
•Excelled in courses such as Kinesiology and Accounting
Work History
Woodman’s Food Market
1877 S. Madison
Beloit, Wisconsin 53511
Supervisor: Katie Hudder
Work Duties
•Cashier
•Customer Service and guaranteeing customer satisfaction
•Stocking inventory
•Bagging groceries
•Parcel pick up
Stateline Boys & Girls Club
1851 Moore St.
Beloit, Wisconsin 53511
Supervisor: David Wilson
Work Duties
•Creating and facilitating daily lesson plans
•Tutoring multiple students in subjects such as math, science, and reading
•Communication with parents, teachers, and other staff members
•Overseeing the health and safety of children
Miniature Precision Components
820 Wisconsin St.
Walworth, Wisconsin 53184
Supervisor: Bart Luger
Work Duties
•Running and maintaining anywhere from 1 to 10 machines at a time
•Counting parts for inventory
•Checking and ensuring the quality of parts and finished products
•Working as a team with other members on my line
•Submitting daily reports
Family Video
615 S. Scenic Avenue
Springfield, Missouri 65802
Supervisors: Kyle Misener, Leeann Richard, John Van Gordan
Work Duties
•Customer service and handling money as a cashier
•Stocking movies and games
•Giving suggestions based on people's taste
•Store maintenance
Simmons/Liberty Bank
210 N. West Bypass Avenue
Springfield, Missouri 65802
Supervisor: Jennifer Banker
Work Duties
•Customer Service
•Money transfers
•Reading balances
•Troubleshooting customer’s online banking accounts
•Locking and unlocking Online banking
•Approving/Denying mobile check deposit
•Overseeing customer company's payroll files
•Approving and denying files
•Debit/Credit card limit increases and decreases
Bair's All-American Sports Grill
631 S. Kimbrough Avenue
Springfield, Missouri 65806
Supervisors: April Miller, Mike Burbach
Work Duties
•Perpetration for day
•Line cook
•Unloading truck and stocking
•Cleaning and dishes
•Training new employees
T-Mobile
2645 N Airport Plaza Ave
Springfield, Missouri 65803
Supervisors: Heath Miller, Martina Wobbe
Position: Senior Account Expert
Work Duties
•Correct phone/account errors
•Technical/Team Support
•Trained specific programs/systems
•Troubleshoot networks/phones
•Schedule team support
•Provide feedback
•Give Real Time solutions to other representatives
•Manage the Queue
•Take escalated callers
Work Qualities
•Experience in the customer service industry
•Experience with technology such as computers and phones
•Proficiency with Microsoft Office
•Working well as a team with others
•Guaranteeing customer satisfaction
•Ability to teach programs/content
•Thinking of one off solutions and outside of the box outcomes
I was previously a Technical Expert before moving to the Account Expert role to better fit our team needs. I was quickly promoted from an Expert to a Senior Expert within the first 18 months of being employed. Being a Senior Expert at both positions, I had many responsibilities and was the Point of Contact between Associates and Coaches/Managers. My tasks included scoring calls and giving feedback to representatives to improve their interactions with customers during their phone calls. This feedback included picking out best practices to boost their metrics and their score cards. I also handled phone calls from escalated customers who asked to speak to a supervisor in order to find a way to make the customer happy and resolving one-off issues while still keeping the business in mind. Making sure the balance between C, E and O (Customer, Employee, and Organization) was maintained. I also helped Coaches/Managers make offline (not on phone) schedules in order to help the business during peak times so that there would always be someone on the floor for support to the experts that were on the phones. I was continuously able to reach over 100% of goals on all major metrics while I was on the phones working directly with customers. Those metrics included: Call Resolution Time, Calls per Customer, First Call Resolution and, Customer Satisfaction scores.
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